•Read the text below about a European rail service and the questions below the passage.

•Read the text below about a European rail service and the questions below the passage.

•For each question (13-18), mark one letter (A, B, C or D) on your Answer sheet for the answer you choose.

Success of New Rail Links in Europe

The Eurostar company is now running frequent train services using the tunnel built beneath the sea between Britain and France. Millions of passengers have already travelled on Eurostar trains and there are now twenty services a day between London and Paris and nine between London and Brussels.

Eurostar has already won 40% of all passengers from the UK to Paris and Brussels but further growth will depend on the business market. The early morning departure to Paris is proving popular, especially for business people from London who need to do a full day's work in the French capital.

However. exactly how many of Eurostar's passengers are business travellers is unknown. While first-class accommodation has been 70% fill, many of these passengers are travelling on holiday: one travel agent estimates Eurostar has only 20% of the business travel market. Meanwhile, tour operators report a sharp rise in the sale of short trips to Paris. which, they claim, is largely due to the possibility of travelling by Eurostar.

As Eurostar increases the frequency of daily journeys over the next year. it will need more business travellers than ever to fill its trains. However, business travel agents feel that some aspects of Eurostar service could be improved. According to one large business travel agent. "Eurostar's marketing has been poor and it needs to look more closely at doing commercial deals with large travel agents and corporations to become more attractive than airlines". British travel agents alone are now spending over ￡1 million a month with Eurostar. Naturally, they are expecting Eurostar to provide some good deals and flexible tickets.

Eurostar is hoping to attract more customers as it expands its network of services. Already, train journeys between London and Paris stop at a few towns and cities enroute. There will also be daytime and overnight services front eighteen other British cities to Paris and Brussels, and planning is in progress for services from London to cities in Holland and Germany. Soon, many major towns and cities in Britain and other European countries will have regular direct connections within Eurostar's network.

The demand for Eurostar is forcing airlines to use smaller planes on the London-Paris and London-Brussels service, two of the busiest air routes in the world. One British airline reports a 15% decline in ticket sales to both Paris and Brussels. The crucial marketing aspect in business travel is frequency, Rather than cut frequency, airlines have reduced the size of their aircraft to prevent further losses. However, the large airlines will find it easier to maintain their flight schedules by introducing lower capacity planes. Eurostar threatens mainly the smaller airlines, which already have fewer services and smaller planes.

Which of the following statements is not true about Eurostar company?

A．Passengers can travel on its trains through the tunnel.

B．It offers frequent train services front London to Paris.

C．There are many passengers traveling on Eurostar.

D．It offers a variety of services on the train every day.

?Read the text below about labor shortage.

?For each question (31-40), write one word in CAPITAL LETTERS on your Answer Sheet.

Wish little service productivity growth, the principal way of expanding output has been to add more bodies. Politicians love to take credit (31) an 18. 2 million increase in jobs in this decade, (32) in the service businesses firms essentially have been digging the Grand Canyon with millions of people equipped only with picks and shovels-more production but achieved by the brute-force technique of adding bodies, rather (33) by improving efficiency.

The opportunities (34) improve service productivity through office automation, better management, etc. are tremendous, even (35) an increase in the skills of the rank and file. The pressure to get that improvement will come from the customers, themselves facing excruciating global competition. A manufacturer can be, doing a bang-up job of raising his own productivity.

Furthermore, (36) the globalization of almost everything, service industries from finance (37) airlines are now experiencing direct international competition. And the deregulation of banking, trucking, telecommunications and other service industries has freshened the bracing winds of competition, forcing companies (38) AT￡T and U. S. West to slash their workforces to dramatically improve productivity.

A speed-up in productivity growth means that fewer additional service workers will be hired (39) non-manufacturing productivity had grown on trend in the last decade, jobs would have been creeled, and the current unemployment rate would be 13%, and if overall productivity growth in the next ten years averages 2%, the unemployment rate will still average about 10%.

So forget about labor shortages in the 1990s. Any slowdown in the labor supply will be more than compensated (40) by increased use of machinery and computers, and by people working better and smarter.

(31)

Questions

·Read the article below about service production and the questions on the opposite

page．

·For each question（13-18），mark one letter（A。B，C，or D）on your Answer Sheet．

What is the writer‘s opinion about service retailing? 查看材料

A.Services are ordered by the customer.

B.Service retailing is separated from goods retailing.

C.The retailer produces and sells services.

D.The retailer manufactures products as well.

&8226;Read the article below about service production and the questions on the opposite page.

&8226;For each question 13-18, mark one letter (A, B, C or D) on your Answer Sheet for the answer you choose.

The importance of satisfaction and morale

Broadly speaking, job satisfaction is the degree of enjoyment that people derive from performing their jobs. If people enjoy their work, they are relatively satisfied; if they do not enjoy their work, they are relatively dissatisfied. In turn, satisfied employees are likely to have high morale -- the overall attitude that employees have toward their workplace. Morale reflects the degree to which they perceive that their needs are being met by their jobs. It is determined by a variety of factors, including job satisfaction and satisfaction with such things as pay benefits, coworkers, and promotion opportunities.

(8) Some large firms, for example, have instituted companywide programs designed specifically to address employees' needs. Employees at SAS institute, a large software development company in North Carolina, enjoy private offices, a free health clinic, two on-site day-care centers, flexible work hours with 35-hour work weeks, a company-subsidized cafeteria, and year-end bonuses and profit sharing. Managers at Hyatt Hotels report that conducting frequent surveys of employee attitudes, soliciting employee input, and -- most important -- acting on that input give their company an edge in recruiting and retaining productive workers. (9) For example, First Tennessee, a midsize regional bank, believes that work and family are so closely related that family considerations should enter into job design. Thus, it offers such benefits as on-site child care.

When workers are satisfied and morale is high, the organization benefits in many ways. Compared with dissatisfied workers, for example; satisfied employees are more committed and loyal. (10) In addition, they tend to have fewer grievances and engage in fewer negative behaviors (complaining, deliberately slowing their work pace, and so forth) than dissatisfied counterparts. Finally, satisfied workers tend not only to come to work every day but also to remain with the organization. By promoting satisfaction and morale, then, management is working to ensure more efficient operations.

Conversely, the costs of dissatisfaction and poor morale are high. Dissatisfied workers are far more likely to be absent for minor illnesses, personal reasons; or a general disinclination to go to work. (11) High levels of turnover have many negative consequences, including the disruption of production schedules, high retraining costs and decreased productivity.

(12) The results of one recent study shows that companies with the highest levels of satisfaction and morale significantly outperformed the 300 largest US companies over both 5 and 10 years. Of course, many other factors contributed to the performance of both sets of companies, but these differences nevertheless can not be ignored.

A Low morale may also result in high turnover -- the ratio of newly hired to currently employed workers.

B In turn, satisfied employees are likely to have high morale -- the overall attitude that employees have toward their workplace.

C In fact, evidence suggests that job satisfaction and employee morale may directly affect a company's performance.

D Such employees are more likely to work hard and to make useful contributions to the organization.

E Managers of smaller businesses realize that the personal touch can reap big benefits in employee morale and even devotion.

F Companies can involve employee morale and job satisfaction in a variety of ways.

G In

?Read the text below about succeeding at interviews.

?Choose the best sentence from below the passage to fill each of the gaps.

?For each gap (8-12), mark one letter (A-G) on your Answer Sheet.

?Do not use any letter more than once.

Tips for Succeeding at Interviews

The aim of a job interview is to establish whether you are likely to do well in a particular job in a specific organisation. This is not only a matter of having the necessary technical knowledge and skills. You must also have the motivation, the ability to adapt to new ways of working and to a new work environment, and the personality to do the job and fit into a new team. But there are other personal skills that affect your success in a job. These include getting on with people, oral and written communication. teamworking, problem solving and good time management.

Most people think that interviewers know what they are looking for and will recognize it when they see it. (8) This applies to recruiters as much as anyone else. In fact, a former head of selection at one big firm used to say that "some interviewers are so poor they would do better to rely on chance."

In companies which recognise this, various methods are used to try to find the right person. (9) Research has shown that this approach is more reliable than the ordinary job interview. though not as effective as using personality tests or assessment centres.

In a structured interview the interviewer groups the qualities listed in the job specification under various headings. There arc two well-established structures for this: the National Institute of industrial Psychology's Seven-Point Plan and the Five-Fold Grading System. Both these systems cover factors such as physical appearance, qualifications, general intelligence, motivation and previous experience. (10)

However, they should not give equal weight to each one. Some factors are more important in one job than another. For example, physical appearance and manner will be more important in a sales position than for a researcher who works behind the scenes. It is also a fact that the impact the candidate makes in the first three or four minutes of an interview is of major importance. (11) A decision not to hire is often made during those first few minutes.

It is not always possible to tell whether structured interview techniques are being used. If interviewers ask questions systematically, using some kind of checklist, and occasionally make a brief note, they probably are. On the other hand, if the interviewer goes through your application to confirm what you have already said, or asks irrelevant questions, or jumps from one topic to another, the interview is unlikely to be structured. Before you attend any interview, look again at the job description and the personal specification. (12) If you already have a mental list of the key points that you need to mention, you are unlikely to waste time giving irrelevant information or to omit important points in your favor.

A. Study them closely and assess what your interviewer will be looking for.

B. However, people are actually not very good at assessing one another.

C. A number of skills are common to most of these interviewing situations.

D. Although a favorable impression may be reversed later in the interview, a negative impression is rarely changed.

E. The most common is the structured interview.

F. For each of these areas the interviewers score candidates against how well they fit the job specification.

G. But there are other personal skills that affect your success in a job.

(8)

回答下列各题： ·Read the article below about e·mail phone and the questions on the opposite page． ·For each question(13-18)，mark one letter(A。B。C，or D)on your Answer Sheet． Do you send and receive more phones calls or e—mails?If your answer is e—mail．or you wish it were，then a new breed of telecommunication devices called an e—mail phone or Internet phone may soon find its way into your kitchen or living room．Essentially，an e—mail phone，or e—phone for short．is the merger of telephone and computer．With most of these new screen phones，that means being able to read and reply to electronic mall directly from the phone，without starting up(or even owning)a PC．With some，it also means being able to search through the web to make vacation plans or research homework assignments though at slow speeds and on a rather small screen．And you can still make phone calls，too． No computer experience is required to use an e-phone．Most let you sign up with Internet Service Provider(ISP)，which typically charges about$20 per month．Once you’re past tllis tedious work and enter the account information into the phone，you can check your e—mail from either your computer or phone． To assess your e—mail account from one of these phones，you typically have to select e—mail service from a menu．Phones with touch screens have an icon(图标)for that on the opening screen．For other phones，you press one of the buttons lining the bottom or sides of the display，much as with an ATM machine．The phone then calls your ISP．When the ISP picks up，the phone automatically transfers your account name and password．Once accepted，the ISP will start sending the phone your messages．By touching the item you want to read or hitting a button next to it，the message will be displayed．Once you’ve read it，you can reply to the message，move onto the next one，or，like most phones，delete the message from your account．You can check your e—mail manually，but most e-phones call also be set to check several times a day automatically．In automatic mode，the phone fla．shes to tell you mail is waiting．If you happen to be using the phone when it is scheduled to check for e—mail，the phone will automatically try again when the line is free． One serious drawback to e—mail by phone is that it cannot receive(or send)attached files。whether they contain documents or graphics．Some phones will attempt to display simple text files as part of the message，but other types of files will appear as gibberish(乱码)，or not at all．If you share the e-mail account with a PC and don’t delete the message，however，you can usually retrieve the message and file on your computer． An e-mail phone is an improved device of telecommunication in that

A.it can record a message in the form. of e—mails．

B.it can be used to receive and send e—mails．

C.it can be connected with computers．

D.it can be used to visit websites

Part A

Directions: Read the following four texts. Answer the questions below each text by choosing A, B, C or D. (40 points)

Some people talk about immigration in terms of politics, some in terms of history. But the core of the matter is numbers. The Labor Department says that immigrants make up about 15 percent of the work force. It's estimated that a third of those are undocumented workers. The Pew Hispanic Center estimates that one in four farmhands in the United States is an undocumented immigrant, and that they make up a significant portion of the people who build our houses, clean our office buildings and prepare our food.

America has become a nation dependent on the presence of newcomers, both those with green cards and those without. Business leaders say agriculture, construction, meatpacking and other industries would collapse without them.

Sure, it would be great if everyone were here legally, if the immigration service weren't such a disaster that getting a green card is a life's work. It would be great if other nations had economies robust enough to support their citizens so leaving home wasn't the only answer. But at a certain point public policy means dealing not only with how things ought to be but with how they are. Here's how they are: these people work the jobs we don't want, sometimes two and three jobs at a time. They do it on the cheap, which is tough, so that their children won't have to, which is good. They use services like hospitals and schools, which is a drain on public coffers, and they pay taxes, which contribute to them.

Immigration is never about today, always about tomorrow, an exercise in that thing some native-born Americans seem to have lost the knack for: deferred gratification. It's the educated man who arrived in the Washington D.C., area and took a job doing landscaping, then found work as a painter, then was hired to fix up an entire apartment complex by someone who liked his work ethic. He started his own business and wound up employing others. Does it matter that he arrived in this country with no work visa if he is now supporting the nation's economy?

If any towns, whose aging populations were on the wane before the immigrants arrived, succeed in driving newcomers away, those who remain will find themselves surrounded by empty storefronts, deserted restaurants and houses that will not sell. It's the civic equivalent of starving to death because you don't care for the food. But at least everyone involved can tell themselves their town wasted away while they were speaking English.

It is estimated that ______ of US workforce is made up of undocumented immigrants.

A．15 percent

B．one third

C．4.5 percent

D．one in four

Part A

Directions: Read the following four texts. Answer the questions below each text by choosing A, B, C or D . Mark your answers on ANSWER SHEET 1.

The destruction of our natural resources and contamination of our food supply continue to occur, largely because of the extreme difficulty in affixing legal responsibility on those who continue to treat our environment with reckless abandon. Attempts to prevent pollution by legislation, economic incentives and friendly persuasion have been met by lawsuits, personal and industrial denial and long delays--not only in accepting responsibility, but more importantly, in doing something about it.

It seems that only when government decides it can afford tax incentives or production sacrifices is there any initiative for change. Where is industry' s and our recognition that protecting mankind' s great treasure is the single most important responsibility? If ever there will be time for environmental health professionals to come to the frontlines and provide leadership to solve environmental problems, that time is now.

We are being asked, and, in fact, the public is demanding that we take positive action. It is our responsibility as professionals in environmental health to make the difference. Yes, the ecologists, the environmental activists and the conservationists serve to communicate, stimulate thinking and promote behavioral change. However, it is those of us who are paid to make the decisions to develop, improve and enforce environmental standards, I submit, who must lead the charge.

We must recognize that environmental health issues do not stop at city limits, county lines, state or even federal boundaries. We can no longer afford to be tunnel-visioned in our approach. We must visualize issues from every perspective to make the objective decisions. We must express our views clearly to prevent media distortion and public confusion.

I believe we have a three-part mission for the present. First, we must continue to press for improvements in the quality of life that people can make for themselves. Second, we must investigate and understand the link between environment and health. Third, we must be able to communicate technical information in a form. that citizens can understand. If we can accomplish these three goals in this decade, maybe we can finally stop environmental degradation, and not merely hold it back. We will then be able to spend pollution dollars truly on prevention rather than on bandages.

We can infer from the first two paragraphs that the industrialists disregard environmental protection chiefly because ______ .

A．they are unaware of the consequences of what they are doing

B．they are reluctant to sacrifice their own economic interests

C．time has not yet come for them to put due emphasis on it

D．it is difficult for them to take effective measures

?Read the text below about opinions on local group business.

?In most of the lines 34--45 there is one extra word. It is either grammatically incorrect or does not fit in with the meaning of the text. Some lines, however, are correct.

?If a line is correct, write CORRECT on your Answer Sheet.

?If there is an extra word in the line, write the extra word in CAPITAL LETTERS on your Answer Sheet.

Shop-local Group Offers Economic Impact Figures

Can If consumers in Hillsborough County can limited their spending on one Saturday

Correct to independent, locally owned businesses instead of chain stores, more than

34 ＄17 million would even remain in the local economy instead of being shipped to

35 outside corporations as overnight deposits. So it say representatives of the

36 Tampa Independent Business Alliance, who base their calculation on studies that

37 made by the American Independent Business Alliance. The national study found

38 that since locally owned businesses began to use goods and services of other

39 businesses in the community, a consumer's spending circulates 3 up to 31/2

40 times longer locally than if it is spent on at a chain. On Saturday, the local group

41 will be working with the national organization and more than all 25 other

42 communities across the country to broadcast the benefits coming of the

43 shop-local movement. The educational event, "American Unchained", will be

44 promoted at independent businesses such as Inkwood Books in Tampa. "We

45 want people to think about where their dollars actually end up to, " said Carla

Jimenez, co-owner of Inkwood and president of Tampa Independent Business Alliance.

(34)

?Read the text below about managing older workers.

?In most of the lines 34--45 there is one extra word. It is either grammatically incorrect or does not fit in with the meaning of the text. Some lines, however, are correct.

?If a line is correct, write CORRECT on your Answer Sheet.

?If there is an extra word in the line, write the extra word in CAPITAL LETTERS on your Answer Sheet.

Managing Older Workers

Becoming The work force is becoming aging as baby-boomer move toward retirement. Gen

Correct X managers need to learn how to motivate and manage this talent pool of older

34 workers. Both generations have quite very different views of the other and will

35 need to learn how the other generation operates on. It is up to the managers,

36 Gen X or otherwise, to take the lead and create the warm climate in which older

37 workers will remain engaged in and productive. You may think older workers are

38 harder workers or that they are difficult to train. Get rid of your stereotypes. Your

39 older workers are different individuals just like everyone else in your group. Treat

40 them as such. Don't assume that the older worker knows what you expect of

41 them. They don't have the same background as you are. Be very clear what you

42 want done and what the measurements of completion and of success will be.

45 "Bill, take care of that for me" is not enough. Try "Bill, I need you to prepare the

44 department's budget for the next fiscal year." Use the numbers from a last year

45 and add to 10% on everything except training which should go up 15%.

(34)